I Lost my Multi-Factor Authentication (MFA) Device

For Employees/Vendors/Client Users

If Multi-Factor Authentication (MFA) is enabled on your system and you have misplaced your MFA device, you will not be able to login to your account.  You must contact your system administrator, chief operator, or someone in your organization who has access to your account settings.  This user will be able to access your account and disable MFA protection for your account, allowing you to access the system without your MFA device.  Once you have recovered your device, or have setup a new device, you can re-enable MFA on your account by Resetting your MFA Token.

For Account Administrators

If you are the chief operator, and you do not have any additional administrators with permissions to modify your account settings, it is possible to lock yourself out of the system should you lose your MFA enabled device.  If this situation arises, you must contact Trackops support in order to reset your account.  To expedite the process, open a support ticket or email support@trackops.com from your primary accountholder email address (the account you originally signed up with) so we can assist you in the process.  Please note, we will require additional identifiable information should your request come from an unauthorized or unknown email address, which may increase the time necessary to reset access.

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